Develop and execute a comprehensive customer success strategy that aligns with the company's overall business objectives
Translate business objectives into actionable CS strategies and success metrics, focusing on customer retention, satisfaction, and product adoption
Drive the strategic direction of the Customer Success department, ensuring it is positioned to support the company's growth
Directly manage and coach a team of Customer Success leaders, including the Customer Success Team Lead and regional leaders, providing guidance and performance feedback
Own and optimize the systems, processes, and operating environment that enable effective and scalable customer support
Establish and maintain a Quality Assurance (QA) program to monitor and improve the performance of the Customer Success team

7+ years of progressive experience managing multi-disciplinary client-facing teams (Sales, Account Management, Support) within a fast-paced or regulated financial services environment (Fintech, Banking, Wealth Management)
Proven success managing a P&L or revenue target
Deep understanding of retail and institutional client onboarding processes and the regulatory requirements (KYC/AML) of a global bank
Demonstrated ability to drive operational change and mandate process adoption across a seasoned sales and relationship team
Strong cross-functional communication and decision-making skills
Previous experience in crypto or a strong personal interest and knowledge is highly beneficial

Head of Customer Success

Key skills